Refund policy
All Sales Are Final
At ROOTED, every purchase is final. We do not offer refunds, returns, exchanges or credits for change of mind, incorrect selection, buyer's remorse, or any similar reason. By placing an order you acknowledge and accept that your purchase is non-refundable.
Our products are personal hair and scalp care items. For hygiene and health reasons, once an order has been dispatched it cannot be returned to stock or resold, which is why all purchases are final.
Order Cancellations and Changes
Orders are processed and prepared for dispatch almost immediately after payment is received. Once an order has been placed we are unable to cancel it or issue a refund. If you need to correct your delivery address, please contact us through our contact page as soon as possible and we will do our best to update it before dispatch. Address changes cannot be guaranteed once an order has entered the courier network.
The Only Exception: Our 30-Day Scalp Ritual Guarantee
The single circumstance in which any money may be returned is through our 30-Day Scalp Ritual Guarantee, subject to the strict conditions on our Money-Back Guarantee page, including using the brush every day for a minimum of 30 consecutive days and providing the required proof. Claims that do not meet every condition will not be approved. Outside of an approved guarantee claim, no refunds are given under any circumstances.
Proof of 30 days of use
A guarantee claim is only considered with real proof that the brush was used for 30 days. Your claim must include: (1) your original order number; (2) at least 4 photos of the brush in use, taken on different dates spread across the 30 days (about one a week), each with the date clearly visible in the photo, for example your phone lock screen next to the brush; (3) a photo of the brush on the day you claim, showing it has been used; and (4) a short written explanation of how you used it and how often. Photos without a visible date, or photos all taken on the same day, are not accepted as proof, and the claim will not be approved.
Bundle Savings
Bundle savings, such as R199 off the scalp oil with a brush, have no cash or refund value.
Faulty or Defective Items
Nothing in this policy limits any rights you may have under the South African Consumer Protection Act, 2008 in respect of goods that are genuinely defective. If you believe your item is faulty, contact us through our contact page within a reasonable time of delivery with your order number and clear photographs. The item may need to be returned for inspection. Where a genuine manufacturing defect is confirmed, we will repair or replace the item. This does not apply to damage caused by misuse, normal wear, or failure to follow care instructions.
Non-Delivery
If an order does not arrive within the maximum window set out in our Shipping Policy, please contact us and we will investigate with the courier and, where an item is confirmed lost in transit, arrange a replacement. Delays within the stated window are not grounds for a refund.
Contact
Use our contact page.